At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
The Consumer Experience Design Manager collaborates with cross-functional teams and consumers to design novel, patient-centered solutions to common and complex problems—building buy-in and consensus along the way. Responsible for working with patients, caregivers, and internal stakeholders to conduct design research, analyze quantitative and qualitative data, gather actionable insights, and design best-in-class experiences and the transformational strategies that will realize them. Typically reports to the Director of Consumer Experience Design.MINIMUM QUALIFICATIONS
Education: Required- Bachelor's degree from four-year college or university in Design, Communications, Social Science, or related area. Master’s Degree preferred.
Licenses/Certifications: (None)
Experience / Knowledge / Skills:
Three (3) years of experience in journey mapping, service/experience design, customer experience strategy or related experience, training and/or education
Knowledge of contemporary trends in consumer-focused strategies
Highly-tuned oral and written communication skills
Proven ability to communicate complex ideas in a manner easy for others to understand, including storytelling and presentation skills suitable for C-suite executives
Experience using quantitative and qualitative analysis to drive decision-making
Skilled at synthesizing abstract ideas into actionable steps, with a demonstrated ability to think strategically, creatively and pragmatically
Ability to work with a diverse group of stakeholders, including patients, caregivers, physicians, operational leaders and support staff
Comfort with ambiguity
Knowledge of business processes and strong business acumen
Candidates should be proficient in design and/or journey mapping and visualization software
PRINCIPAL ACCOUNTABILITIES
Gather and analyze customer feedback to identify and quantify pain points, including shadowing/observing in the field, conducting interviews and designing surveys
Evaluate and map patient and staff experiences/journeys and processes
Facilitate workshops with stakeholder groups to identify pain points and brainstorm solutions
Effectively and confidently design and articulate future-state experiences and present observations and opportunities to Executive leadership
Lead consumer testing initiatives to substantiate effectiveness, prove value, and make the business case for scaling across the enterprise
Support implementation, including the development of short- and long-term goals, execution frameworks, and program evaluation metrics
Build relationships and work closely with leadership to develop a culture of patient-centered problem solving
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.